Senior Service Program Director

Job description

Job Description SummaryThe Senior Service Program Director is responsible for leading the overall success of strategic customer service partnerships by driving customer satisfaction, operational performance, program governance, retention, profitable growth, and long-term partnership value. This role serves as the senior customer-facing leader and strategic point of accountability for assigned enterprise healthcare systems, ensuring GE HealthCare delivers on service commitments, operational expectations, contractual obligations, and business outcomes. The Senior Director provides business and program management leadership across the GE HealthCare–customer service partnership, developing strategies that support customer satisfaction, retention, growth, and operational excellence. This role works in close alignment with Executive Client Director, regional service teams, functional centers of excellence, commercial partners, finance, field service, supply chain, engineering, and executive leadership to ensure a coordinated, enterprise-wide approach to customer success. This role also includes direct people leadership responsibility for 5+ direct reports, which may include Service Program Managers, Enterprise Program Managers, Asset Management Leaders, and other customer operations or program leadership roles. The Senior Director is accountable for building team capability, setting clear expectations, coaching performance, aligning work to business priorities, and ensuring consistent execution across the customer operations organization. Job DescriptionKey Responsibilities 1. Strategic Customer Partnership & Executive Engagement Serve as the senior strategic customer interface for assigned enterprise service partnerships. Build and maintain long-term relationships with executive, operational, clinical, technical, and administrative customer stakeholders. Establish trusted partnership with customer leadership to understand priorities, business objectives, pain points, and opportunities for value creation. Lead executive governance discussions, strategic business reviews, and senior-level customer engagement routines. Represent GE HealthCare in strategic, operational, contractual, and business discussions with the customer. Protect and strengthen the customer relationship by ensuring issues are addressed proactively, transparently, and with clear ownership. Identify opportunities to expand partnership value, strengthen retention, and protect against competitive threats. 2. Service Partnership Governance & Operational Leadership Lead the overall governance model for assigned customer partnerships, ensuring clear operating mechanisms, escalation paths, communication routines, and decision-making processes are in place. Implement robust reporting and review processes to track service performance, program progress, KPIs, customer commitments, operational risks, financial performance, and project status. Ensure internal and external governance routines are effective, action-oriented, and aligned to customer and GE HealthCare objectives. Facilitate alignment across account teams, regional service teams, field service, functional centers of excellence, and commercial partners. Drive operational discipline across customer programs to ensure commitments, deliverables, and improvement actions are completed on time. Lead regular program, technical, operational, and executive reviews with customers and internal leadership. 3. People Leadership & Team Development Directly lead, coach, and develop a team of 5+ direct reports, including roles such as SPM, EPM, AML, and other customer operations/program leadership positions. Set clear performance expectations, priorities, operating rhythms, and accountability standards for direct reports. Coach team members on customer engagement, communication, escalation management, project execution, executive readiness, and operational ownership. Build leadership capability across the team by developing talent, identifying skill gaps, supporting career growth, and creating development plans. Establish consistent team standards for customer communication, business reviews, contract governance, escalation management, reporting, and follow-through. Conduct regular 1:1s, team operating reviews, performance check-ins, and development conversations. Create a high-accountability, customer-centric culture focused on ownership, proactive communication, operational excellence, and measurable outcomes. Ensure team members are aligned to customer priorities, GE HealthCare strategy, regional objectives, and service delivery commitments. 4. Customer Satisfaction, Retention & Growth Own strategic programs that improve customer satisfaction, customer experience, and long-term retention. Develop and execute customer success strategies that support service partnership health, contract renewal, expansion opportunities, and customer loyalty. Partner with commercial and account teams to identify growth opportunities, renewal risks, service expansion needs, and broader GE HealthCare portfolio solutions. Use customer feedback, performance data, and Voice of Customer insights to drive continuous improvement and strengthen partnership value. Proactively identify risks to customer satisfaction and lead mitigation plans across internal teams. Ensure customer priorities are translated into measurable actions, owners, timelines, and outcomes. 5. Contract, Financial & Business Performance Leadership Provide leadership oversight for service partnership performance against contractual, operational, financial, and customer commitments. Ensure appropriate contract documents, acceptance certificates, variation agreements, governance documentation, and customer-facing commitments are completed accurately and on time. Partner with finance, commercial, service, and operations teams to monitor profitability, cost performance, operational risk, billing issues, and contract health. Establish operational mechanisms to manage long-term program liabilities, customer obligations, quality expectations, safety requirements, and profitability objectives. Support contract renewal strategies, expansion discussions, financial reviews, and customer business planning. Drive accountability for accurate reporting, issue resolution, milestone tracking, and financial performance visibility. 6. Escalation Leadership & Enterprise Problem Resolution Lead senior-level customer escalations and high-visibility service events requiring cross-functional alignment and executive awareness. Act as the customer advocate within GE HealthCare while balancing customer needs, contractual obligations, operational realities, and business objectives. Ensure escalations have clear ownership, timeline, communication plan, root-cause review, and corrective action path. Coordinate across field service, supply chain, engineering, technical support, commercial, finance, and leadership teams to resolve complex issues. Communicate transparently with customer and internal stakeholders during critical events. Drive sustainable corrective actions to prevent repeat issues and improve service delivery. 7. Program Management, Project Execution & Operational Excellence Lead enterprise-level programs, initiatives, and workstreams that support service partnership success. Track programmatic and project progress against agreed plans, customer commitments, KPI targets, operational risks, cost expectations, and performance objectives. Drive operational excellence initiatives that improve efficiency, customer experience, profitability, service delivery, and internal accountability. Collaborate with customers and internal teams to develop and communicate best practices across the enterprise. Ensure program updates, dashboards, action logs, and leadership reports are accurate, timely, and outcome-focused. Hold internal stakeholders accountable for execution of customer commitments and continuous improvement actions. 8. Cross-Fu